Help center Core configuration People, teams & access Configure teams and SLA availability Updated Monday, October 26, 2026 · Marcel Gravelle Teams group agents and define shared working schedules and knowledge-base review participation. A consistent team setup supports routing, business-hour SLA calculations, and clear review ownership. Applies to: Supportbench Core. Location: Settings → Organization → Teams. Access and available controls depend on your role and account capabilities. Before you begin You need permission to edit this configuration. Ask an administrator if the page is available but its editing controls are not.Review the current configuration and where it is used before making a change. Available choices depend on your account, enabled modules, division access and role.Use a test record or a controlled test account for behavior checks. Do not change production routing or send customer messages just to try an example. Configure and verify Open Settings → Organization → Teams.Find the item in the list and open it, or choose the page’s new-item action.Enter a clear name and description. Set the fields below, including any scope, hierarchy, visibility or availability controls.Save the item and resolve any validation message. Reopen it to confirm the saved values.Check the relevant selection list or form using a user with the intended access. Repeat for an excluded user or division when scope is restricted. Settings reference Team profileSettingWhat it controlsHow to chooseNameThe name shown in selectors and lists.Choose a distinct operational name.DescriptionExplains the intended purpose and audience.Describe ownership and when to use it.ActiveControls whether the item is available for normal use.Review existing references before deactivation.Parent teamPlaces the team under another team.Review the existing hierarchy before moving a team. SLA availabilitySettingWhat it controlsHow to chooseTimezoneThe timezone used with the team’s working days and hours for business-hour SLA calculations.Use the schedule’s local timezone and review daylight-saving transitions.Working daysDays included in the normal working schedule.Match actual service coverage.Working hoursThe ordinary business-hour window used for the team’s SLA calculations.Use agreed service hours rather than an individual’s temporary availability.Enable off-day hours / Off-day hoursAllows a separate hours window for days outside the ordinary working-day selection.Enable only when those days really have coverage.Holiday scheduleA holiday schedule pauses business-hour SLA calculations on its saved holiday dates. The editor displays the currently effective schedule, or says that none is selected.Assign the appropriate regional schedule and inspect the account fallback when none is assigned. Knowledge Base ReviewSettingWhat it controlsHow to chooseKB review groupConnects the team to a configured review group.Choose a group whose submitter and reviewer eligibility matches the review process. Behavior to knowChanging a team’s parent resets its direct child teams to root. Inspect and restore the intended hierarchy after the change.Team hours describe service availability; they do not replace every individual agent status or queue rule.Set an agent’s Primary team and Secondary teams in Settings → Organization → Agents, on the agent profile. The Teams settings page manages team details and schedules. Queue membership and routing are configured separately.Off-day hours are saved and applied only when Enable off-day hours is selected. Review the effective holiday schedule shown by the editor when no team-specific schedule is selected. Recommended use Organize teams by function, product, customer segment or region when that distinction helps people coordinate support. These are examples, not built-in team defaults.Give each team a clear purpose and review its primary/secondary memberships, schedule and holiday coverage.Review related queues, routing rules and agent access separately; creating a team does not automatically create those settings. Worked example Create a team for a support group with a shared working schedule.Set its timezone, working days/hours and holiday schedule.Enable off-day hours only when the team provides service on those days.Choose the appropriate KB review group and save.Verify a representative business-hour SLA interval and review eligibility in a controlled account. Troubleshooting ProblemWhat to checkThe item is missing from a picker.Check Active, division access, parent hierarchy, enabled modules, and the user’s role. Reopen the consuming form after saving.The form rejects a save.Read the displayed validation message. Check required values, text limits and permitted scope; do not change unrelated settings to bypass validation.An existing record still shows an old value.A configuration change and a record change are different operations. Inspect the record and relevant references before assuming the save failed. Related configuration Knowledge Base → Configure article review groupsCalendar → Configure holiday schedules for team availabilityOrganization → Configure queues and automatic assignmentOrganization → Configure agent statuses Was this article helpful? Yes No Thank you for your feedback.